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Jonalie O. — Senior Helpdesk and Onboarding Specialist from Philippines

Jonalie O.

Senior Helpdesk and Onboarding Specialist

Philippines 6+ years
Open to offersNew to Platform
Languages
EnglishTagalog
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About

Jonalie O. is a seasoned Virtual Assistant and Operations & Onboarding Specialist with over nine years of experience in executive support, client onboarding, and technical support. Her career spans a variety of sectors including healthcare, EdTech, and technology. Based remotely in the Philippines, she adeptly manages inboxes, calendars, and CRM platforms such as Zendesk, HubSpot, and Zoho CRM, excelling particularly in high-volume ticket resolution and client onboarding. With a comprehensive background in helpdesk operations, Jonalie efficiently utilizes tools like JIRA, Microsoft 365, ClickUp, and Trello to streamline workflows. She has held significant roles like Helpdesk Specialist II & Onboarding Coordinator at etrainu, where she facilitated onboarding processes and resolved technical issues for an LMS platform. Her proficiency extends to using AI tools such as Claude and ChatGPT for administrative tasks, enhancing productivity and accuracy.

Experience

  • Helpdesk Specialist II & Onboarding Coordinator

    etrainu · 2023 — 2026
    Performed dual responsibilities in technical helpdesk operations and client onboarding for a Learning Management System. Addressed an average of 150+ support tickets daily through Zendesk, resolving technical issues for users. Created and monitored JIRA tickets for escalated problems and collaborated with internal teams to ensure prompt resolutions. Handled inbound calls while troubleshooting LMS and course-related technical queries. Developed and updated internal knowledge base articles to enhance team proficiency. Utilized ClickUp for task completion and workflow management. Led webinars and onboarding sessions for new clients, assisting them with LMS setup and usage. Managed client accounts and related data in HubSpot to facilitate ongoing client success. Supported users with course navigation and troubleshooting and identified improvements based on feedback from clients and learners.

  • L2 Technical Support Specialist

    Sinch MessageMedia · 2021 — 2023
    Offered Level 2 technical support for SMS and messaging platforms, resolving escalated issues regarding delivery failures and account configurations. Coordinated with engineering and product teams to address complex technical challenges, helping to reduce the escalation backlog. Documented resolutions and maintained knowledge base articles to enhance first-contact resolution rates for Level 1 teams. Provided support to customers across various time zones while ensuring adherence to SLA and CSAT standards.

  • Subject Matter Expert (SME)

    Concentrix · 2016 — 2021
    Conducted one-on-one coaching sessions with frontline agents to improve performance metrics and customer satisfaction. Monitored agent scorecards and delivered real-time support during peak and challenging situations. Created training materials and presentations to communicate updates and metrics to stakeholders. Acted as the primary escalation point for complex technical cases related to TV, internet, landline, and mobile services. Developed and maintained process documentation for new agent onboarding and standardized quality benchmarks.

Skills & Expertise

Customer Service and Admin SupportBookkeepingMLS (Multiple Listing Service)HelpdeskTechnical Support SpecialistVirtual AssistantData AnalystPhotoshop ExpertExecutive AssistantZendesk

Education

  • Bachelor of Science in Business Administration Major in Financial Management
    University of Rizal System · 2012 — 2016